when getting a replacement...

[JMartin23]

were any of you able to keep your current computer until the replacement (which according to sales will take at least two weeks) arrives?

Or were you told you have to literally re buy the new computer and then send the old back later?

 

[knewsom]

They tried to do that nonsense with me, it took an hour on the phone to get them to send the new one first without making me pay for it.

I suspect it may have something to do with your delivery zip code.

 

[JMartin23]

how did you finally convince them to do it?



i have the i7 now, and its flickering. I need a replacement but i can't wait 2+ weeks from the time I mail this one back until the new one comes due to freelance jobs.

they said it'll take at least 2 weeks because the i7 is a custom configuration.

 

[rigid]

I was told to re buy the new one and send the old back later.

 

[spcdust]

I was told to re buy the new one and send the old back later.

It all seems quite arbitrary, with my replacement they let me keep my existing iMac until the replacement was delivered and then arranged for that one to be collected - the agent organised this as an exception to normal procedure without even me having to ask.

 

[JMartin23]

it makes sense that they would do this, because what if you just kept the one they sent you for free?


but at the same time, if i'm requesting help, and they HAVE made exceptions for others, then i should get the same treatment, no?

 

[Aboo]

To be honest, the so-called "exception" is simply an option within the standard replacement guidelines, but it is only done once given the approval by a manager. Given the lead times for replacement i7s, most managers would be willing to offer you what is known as an advance exchange/replacement (i.e. when they advance ship you a unit and upon the unit's receipt, you ship the defective one back).

Almost 100% of the time however, the managers will also ask you to send them an email stating that you will return the defective unit within 10 days of receiving the replacement, and if you do not, they will charge you credit card.

 

[All Taken]

To be honest, the so-called "exception" is simply an option within the standard replacement guidelines, but it is only done once given the approval by a manager. Given the lead times for replacement i7s, most managers would be willing to offer you what is known as an advance exchange/replacement (i.e. when they advance ship you a unit and upon the unit's receipt, you ship the defective one back).

Almost 100% of the time however, the managers will also ask you to send them an email stating that you will return the defective unit within 10 days of receiving the replacement, and if you do not, they will charge you credit card.

You of course are correct - I have just phoned applecare again regarding my screen noise issue and they cancelled the collection that I had booked and arranged an advance replacement. It was not offered to me at first and is indeed governed by applecare managers.

I advise anyone with a replacement query to phone back and mention the "Advance Replacement Service". Simply give a Credit/Debit Card number and all is set.

If in the unlikely event they hesitate with this option then mention you have a problem with a brand new machine etc etc and deserve a fast service.

 

[Travisimo]

My defective 24" (early 2009) was replaced with a 27" and they indeed did the advanced replacement with me. I had to give them my credit card number, but they do not charge you for the new computer unless you fail to ship back the old one within 30 days of the new one being *shipped*. Right now, I still have both computers... I wanted to make sure all was well with the new one before I send the old one back. Furthermore, I was able to put my old one in Firewire Target mode and do the Migration Assistant, which saved me a LOT of time.

So if you can do the advanced replacement option, it's definitely the better way to go, especially if you can use your defective one to some degree while you wait for the new one.

 

[spencers]

Do be aware, that if you give them a debit card that is attached to a bank account, Apple will put a hold on your account, which effectively ties up your funds. In the event that you don't return the computer, the hold will turn into a purchase. Or, when you return the computer, the hold will be released.

 

[bpokosh]

What about when you purchase from a reseller such as MacMall? If a replacement is necessary do you deal directly with Apple?

 

[All Taken]

What about when you purchase from a reseller such as MacMall? If a replacement is necessary do you deal directly with Apple?

Apple's usual policy (which is in-line with most retailers) is to tell the consumer to deal with the reseller. I purchased my unit from a reseller (staff discount) and had a screen noise issue, 21.5" iMac. I contacted apple and of course they gave me the line that a repair can be made under warranty or return it to the reseller for an exchange/refund.

I spoke to my reseller and they had none in stock so back to apple... I was told the only way apple would do an exchange is if I purchased applecare (I now know thats a load of .....) however after purchasing applecare from a 3rd party I phoned apple to organise this replacement and they informed me it's not possible, I was less than impressed so decided to complain about the applecare and take it higher and only now are they replacing my 21.5" iMac purchased from a reseller.

So no, Apple will in 99.9% of cases reject an exchange as you purchased else where. I was lucky(ish)

 

[JMartin23]

thanks for the input guys.. i'm going to request the advanced replacement.


i just dont get it, bc i had asked them for such an option and they made it sound like it wasn't feasible.

 

[peskaa]

I'm UK based, so might be different. Apple immediately offered to let me keep my faulty iMac until the replacement arrives, and they have not taken my card details or charged the card I ordered the original with. Basically, they trust the customer.

 

[All Taken]

I'm UK based, so might be different. Apple immediately offered to let me keep my faulty iMac until the replacement arrives, and they have not taken my card details or charged the card I ordered the original with. Basically, they trust the customer.

You were lucky then - Apple's normal policy for all hardware is to place a hold on the customers card. I am also UK based and every Hardware fault that has required advanced replacement has required the above.

No company trusts the customer otherwise we would all be offered advance replacements every time.